Voice calls remain vital for technical help desk success

Neil Anderson

Telephone and voice call support remains a vital component of technical help desk success, contributing significantly to overall customer satisfaction.

As technology develops and customer expectations rise, pressure is mounting on manufacturers to provide quality technical support to their customers, whenever and wherever they need it.

In recent years the popularity of text-based live chats has increased, but research shows that voice remains a key component of the after-sales support package. 

Immediate resolution

As well as offering a good costperresolution dynamic, the person-to-person interaction of a phone call offers distinct advantages over web chat or FAQ solutions. 

Most notably, while webchat may be effective at dealing with simpler issues, 66% of customers expect an immediate resolution to their issue, regardless of complexity.

This means telephone support remains key for overall customer satisfaction. 


technical help desk

The benefits of outsourcing

Running an in-house technical help desk is often the go-to solution for companies facing these challenges.

However, there are four key reasons why businesses should consider outsourcing this important function: 

  1. Save money: outsourcing your helpdesk can help to reduce various costs including recruitment, training, overheads and salaries. A cost benefit analysis can help you to determine whether outsourcing is right for you. 
  2. Turn an overhead into a variable cost: the ability to remove a fixed cost in the business and instead pay per call and ensure the variable cost is covered as part of the Gross Profit calculation. 
  3. Focus resources: you can focus your own resources on core elements of your business such as design, manufacture and sales without sacrificing your pre or post-sales support offering. Also in many cases, manufacturers are outsourcing the long tail of their help desk calls and then enabling their smaller in-house team to focus on their key high value clients. 
  4. Enhance your customer service: Qcom’s technical staff are all customer service trained and flexible support allows manufacturers to deliver solutions that really work for clients. 
Your technical help desk solution

Qcom has a network of fully trained technical help desk agents and support engineers available to be use by manufacturers, distributors, integrators and reseller channels.

From call logging to technical fault resolution we offer a range of flexible solutions to suit your business. 

You can read more here about how effective technical contact centre functions, including help desk, can transform customer engagement for technology companies. 

Or read more here about our full range of aftermarket services here.

Or contact outsourcing@qcom.co.uk or call +44(0)1905 827650 to discuss your technical help desk and support requirements.


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